Senior Data Service Support

2 months ago

Bengaluru, India Q2 Full time

As passionate about our people as we are about our mission.

What We’re All About :

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

What Makes Q2 Special?

Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.

Q2 is seeking a SeniorData Services Support Engineer, based out of Bangalore, Indiaindividual that is responsible for advanced level case work covering the batch import processes. You will be exposed to a highly customizable product that is configured and engineered differently for each customer to produce like results. You must be exceptionally detail-oriented and an energetic self-starter who can work independently and, in a group setting to succeed in this role.

RESPONSIBILITIES: 

Troubleshoot complex client applications, integrations and environment issues escalated from Tier 1 support

Troubleshoot and resolve customer problems of a complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or modifications in database tables

Manage an individual open case queue while monitoring the team queue

Thoroughly document and track case histories, issues, and actionable steps taken utilizing a case tracking system

Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.

Exercises solid judgement in selecting methods and techniques for obtain solutions.

Leverages relationships with senior internal and external personnel to resolve issues and provide outstanding customer support.

Escalate unresolved problems to the appropriate resources and departments in accordance with published guidelines within Q2 and with Vendors and Partners of Q2

Often make data or configuration edits in a production environment, requiring extreme care and attention to detail

Use available tools, procedures, instructions, and documents to resolve technical problems

Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to

Leads additional initiatives within the team to improve efficiency leading to Higher Customer Satisfaction. 

EXPERIENCE AND KNOWLEDGE:

Must have 5+ years of related work experience

Must have 12+ months of Data Processing Analyst related experience

Bachelor's degree or equivalent

Advanced knowledge of T-SQL required.

Critical thinking skills of Batch Scripting.

Previous experience/exposure with Python required

Ability to learn new languages (read and interpret), including Linux and, or other languages as needed

Advanced troubleshooting knowledge and approach, reaching resolution by evaluating symptoms and choosing courses of action within define processes. 

Has a solid understanding of the import process and is a SME is most areas of the process. 

Must have the ability to work on multiple cases, prioritize, and resolve issues in a timely manner within a high-pressure environment

Innate desire to find the root causes of technical issues, while balancing business needs to identify, support, and solve customer needs

Excellent documentation, analytical, and problem-solving skills and organizational skills

Ability to quickly learn new technologies and programs

A focus on customer satisfaction, demonstrating initiative, self-motivation, and a keen attention to detail needed

Must maintain excellent customer service and professionalism in all customer interactions to include thorough and consistent follow-through

Knowledge of banking practices and Salesforce is a must

Working the US business hours of PST(India night-time is a must-ask)

Health & Wellness

Hybrid & Remote Work Opportunities

Flexible Time Off

Career Development & Mentoring Programs

Generous Retirement Benefit Plans, including a company-matching HSA program.

Health & Wellness Benefits, including a 12-weeks of parental leave for eligible new parents

Community Volunteering & Company Philanthropy Programs

Employee Peer Recognition Programs – “You Earned it”

How We Give Back to the Community:

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our . Q2 supports dozens of wide-reaching organizations, such as the , and , promoting diversity and success in leadership and technology. Other deserving beneficiaries include helping LGBTQ communities, , and , a group helping veterans rebuild their lives with specially adapted homes.

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